Helpdesk Team Supervisor

at  Brunelcare

This role is advertised at an exciting time for the Digital Services Team, following a review of roles and responsibilities in the team. If you want to join a high performing team that supports and develops people, where you can learn and contribute to an organisation with a strong social purpose, then please apply today!
The Digital Services Team comprises 10 roles split into 2 key areas: Business Systems & Reporting and Infrastructure & Services. The Helpdesk Team Supervisor sits within Infrastructure & Services, managing two Helpdesk Advisors and working closely with the Infrastructure Officer to ensure colleagues receive a positive and proactive service, linking in with the business systems teams to ensure all needs are met.

ABOUT US

Brunelcare is an award-winning Bristol-based charity providing high-quality housing, care, and support for older people in the South West, whilst also being recognised for our excellence in caring for people living with dementia. We are at the forefront of developing ways for people to stay as independent as possible whilst creating great communities to live, work and thrive in.

As our Helpdesk Team Supervisor, you will be responsible for managing the daily operations of the helpdesk, ensuring that our internal customers receive timely and effective technical support through every interaction.
You will be expected to mentor, coach and train your help desk team colleagues, monitoring their performance and providing feedback and recognition. You will also act as a technical escalation point for helpdesk matters and provide assistance on the helpdesk as and when necessary.
You will supervise the helpdesk team to ensure that there is a customer focused approach to the service being delivered. Alongside, preparing and analysing reports on the help desk performance, metrics, and customer satisfaction rates.